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Undo "Interact"

Hi Experts,

I am working on ERMS (SAP CRM 2007) and I have one question:

An agent recieves and email in the inbox and he clicks on the Interact button to confirm the BP but then realises that he does not want to process this email. So, he clicks on the "END" button to end this transaction. This is will change the Status of the email to "Completed" which is not a desired output.

Is there a way by which agent can undo "Interact" if he has clicked on the interact button by mistake. I activated the "Reject" button with the help of toolbar profile but it does not work.




Hi Namita,

The only way I know is after you press the 'INTERACT' button, return to the inbox and cancel that email reservation. Then, you can press the 'END' button and the email will not be finished.

Make sure that OSS note 1299634 is implemented in your system.

Kind regards,


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